Technical Support Engineer

Our client is a globally recognized leader in the technology sector, primarily focused on providing innovative cybersecurity solutions. This company stands at the forefront of digital security, offering state-of-the-art tools and services designed to protect against sophisticated cyber threats. With a strong commitment to research and development, they continuously advance their technology stack to meet the evolving needs of businesses worldwide. Their portfolio includes a broad range of products aimed at safeguarding critical information infrastructure and enhancing organizational resilience. Known for its visionary approach and strategic collaborations, this firm not only delivers exceptional security solutions but also actively shapes the future of cybersecurity through leadership in industry standards and educational initiatives.

Your Impact:

As a Technical Support Engineer, you will play a crucial role in providing exceptional technical support to our customers and partners. You will be responsible for responding to user-reported issues in accordance with our established Service Level Agreements (SLAs) and performing advanced troubleshooting at both the application and operating system (OS) levels. Your duties will include managing support cases to ensure issues are properly recorded, tracked, resolved, and followed up on in a timely manner. You will also provide fault isolation and root cause analysis for technical issues, publish technical support bulletins, and contribute to the Knowledge Base. Additionally, you will review technical documentation for various purposes, work closely with our Engineering team to influence product operability, and communicate effectively with all stakeholders on complex technical issues.

Key Responsibilities:

• Provide technical support to customers and partners.
• Respond to user-reported issues adhering to established SLAs.
• Perform advanced troubleshooting at the application and OS levels.
• Manage support cases to ensure timely resolution and follow-ups.
• Conduct fault isolation and root cause analysis for technical issues.
• Publish technical support bulletins and other documentation in the Knowledge Base.
• Review technical documentation for training, marketing collateral, manuals, and troubleshooting guides.
• Collaborate with the Engineering team to enhance product operability.
• Communicate complex technical issues effectively to all levels and stakeholders, both internally and externally.
• Identify areas of fault (code, environment, or configuration) and work with the appropriate teams to implement fixes.
• Provide timely feedback to the development process regarding customer-reported product problems.
• Document actions to communicate information internally and to customers effectively.
• Facilitate root cause investigations and manage corrective and preventative measures.

Your Experience:

• 4+ years of experience as a Support Engineer.
• Strong experience with Windows and Linux OS-based applications (installation, troubleshooting, debugging). MacOS experience is a plus.
• Experience with Android OS-based applications (installation, troubleshooting, debugging).
• Understanding of malware, exploits, operating system structure, and behavior.
• Strong experience with the MS environment (SCCM, GPO, AD, MSSQL, IIS).
• Experience with Endpoint security software (Antivirus, DLP, IPS, NAC) is a plus.
• Knowledge of SIEM, vulnerability management tools, and firewalls is a plus.
• Experience with batch scripting and Python is a plus.
• Strong ability to troubleshoot, reproduce issues, and identify feasible workarounds in complex environments with mixed applications and protocols.
• Knowledge of Cloud infrastructure.
• Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus.
• BS/MS or equivalent experience required.
• Experience working with EDR tools.
• Basic networking knowledge and the ability to debug complex environments with mixed applications and protocols.

Professional Skills:

• Strong customer focus and advocacy skills, with the ability to handle difficult customer situations.
• Excellent written and verbal communication skills. Fluency in English (reading, writing, and speaking). Proficiency test results (e.g., TOEFL, TOEIC, Cambridge English Exams) are a plus.
• Excellent team player.
• Cultural awareness and the ability to communicate with international customers.
• Empathy and the ability to understand and address customer needs effectively.